Every year, Medicare Advantage organizations enter a period of predictable operational intensity — and every year, that predictability still produces longer waits, repeat contacts, and frustrated members. In *”Beyond the AEP Surge,”* TLCx Chief Commercial Officer Bryan Gray argues that AEP and OEP are known operating conditions, not surprises, and...
In “The False Choice Between Cutting Cost and Improving Experience — and How AI Ends It,” TLCx Chief Commercial Officer Bryan Gray takes on an assumption that’s shaped the outsourcing industry for decades: that cost and customer experience are locked on opposite ends of the same lever. Cut costs, and quality drops....
In “The Coaching Revolution: How QI Is Changing What Good Leadership Looks Like in CX,” TLCx SVP of CX Delivery Kim Fox starts with a number that should stop any CX leader in their tracks: most traditional quality assurance programs only manually review 2-5% of calls. Out of every hundred conversations your agents...
In “The BFSI Loyalty Gap,” TLCx Chief Commercial Officer Bryan Gray makes a case that should worry any bank or insurer still competing on rates and features: the real risk isn’t product anymore, it’s service. Customers aren’t loyal because of an interest rate or a policy detail. They’re loyal —...
In “From Vendor to Value Creator: The New Scorecard for CX Partnerships,” TLCx Chief Commercial Officer Bryan Gray opens with a conversation he’s had more times than he can count over two decades: a procurement or CX leader asking, “we need to know how you’ll hit our SLAs.” He calls...
Community Health Centers are the backbone of accessible healthcare in the United States, providing essential primary and preventive care to underserved populations who often have nowhere else to turn. In “Transforming Healthcare Access. Strengthening Community Healthcare Centers,” TLCx — in partnership with Commonwealth Purchasing Group (CPG) — lays out how...
In “Promoting a Human-First Culture in the Age of AI,” TLCx Chief Commercial Officer Bryan Gray makes a case that’s easy to say but harder to actually live by: technology alone isn’t enough. As AI reshapes how companies handle customer service — through automation, analytics, and smarter workflows — Bryan...
Community Health Centers are the backbone of accessible healthcare in the United States — providing essential primary and preventive care to people who often have nowhere else to turn. In “Transforming Healthcare Access. Strengthening Community Healthcare Centers,” TLCx, working alongside Commonwealth Purchasing Group (CPG), lays out how it’s helping these...
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TLCx delivers people-first, AI-powered customer experiences—helping global brands transform journeys, drive loyalty, and achieve secure, seamless results.
